In a move that has sparked both praise and controversy, the UK government’s mandate for all general practitioner (GP) surgeries in England to offer online booking for non-urgent appointments has rapidly transformed how patients interact with their local doctors. Beginning October 1, 2025, every NHS GP practice was required to provide the option for patients to book appointments online during core weekday hours—a decision that, according to the latest data, has already shifted the balance of patient contact from phones to the web.
Health Secretary Wes Streeting has been a vocal proponent of the digital push, hailing it as a vital modernization for the National Health Service (NHS). Speaking to BBC Breakfast, Streeting declared, “It’s about time the NHS caught up with the rest of the 21st century.” The numbers seem to back up his optimism: the Office for National Statistics (ONS) reported that, during a three-week period from mid-September 2025, just over 43% of people in England contacted their GP online, compared to 41% by phone. That’s a notable shift—especially when you consider that in October alone, more than eight million people used online consultation services, a figure up by 20% from the previous month, according to the Department of Health.
Streeting didn’t mince words when addressing critics of the new system, particularly the British Medical Association (BMA), the doctors’ union now in formal dispute with the government over the changes. “GPs have really embraced this,” he said. “You would think from listening to some of the moaning minnies in the BMA that GPs have been resistant, they’re not doing this. Actually the overwhelming majority have, and I’m thankful to them.”
Indeed, government statistics show that more than 98% of GP surgeries in England are now offering online booking in line with the new requirements. Nearly all practices have kept their online consultation systems active during the mandated hours of 08:30 to 18:00, Monday to Friday, as required by the updated contract. The government has lauded this as “a massive step” toward eliminating the infamous “8am scramble for appointments,” a longstanding frustration for many patients trying to secure a slot by phone.
But while the government is celebrating what it sees as a digital revolution, the BMA and many frontline GPs are raising red flags about the unintended consequences. The BMA argues that the rapid rollout, while technologically impressive, risks overwhelming surgeries and putting patient safety in jeopardy. Dr. David Wrigley, deputy chair of the BMA’s General Practice Committee for England, was blunt in his assessment: “The government has merely increased the potential for patient safety issues to arise. The software simply does not filter out routine from urgent requests.”
For Dr. Wrigley and his colleagues, the core issue is triage. Unlike traditional phone systems—where a receptionist or nurse can quickly assess the urgency of a patient’s needs—online booking portals do not reliably distinguish between routine and urgent requests. This, the BMA warns, could mean that critical cases are missed or delayed, while surgeries are swamped by a surge in demand from patients who now find it easier than ever to request appointments.
It’s not just doctors who are worried. Healthwatch England, a leading patient advocacy group, has echoed some of the BMA’s concerns. The group points out that many patients have not been adequately informed about the new system’s limitations—particularly the crucial point that online booking is not intended for emergencies. Reports have also surfaced of some practices restricting online bookings to morning hours, potentially limiting access for those unable to log on early in the day. And for less digitally literate patients, the transition has been anything but smooth. Healthwatch England notes that navigating the system can be daunting, leaving some of the most vulnerable without easy access to care.
Jess Harvey, a GP in Shropshire and a BMA member, painted a vivid picture of the pressures on the ground. Speaking to BBC Radio 4’s Today programme, she said, “Surgeries are already saturated and working at full capacity. There is now an open floodgate for people to contact us, and there is also a reality here that we have to work safely.” Harvey accused the government of creating “unrealistic expectations for patients,” adding, “If they want us to do this extra work, it has to be funded for it to be done safely.”
The government, for its part, insists it has provided the necessary support. Officials point to extra funding allocated in 2025 and the recruitment of 2,500 more GPs—though it’s worth noting that some of these new hires are part-time. Still, critics argue that the financial and staffing boosts have not kept pace with the increased workload generated by the online system. The BMA’s formal dispute with the government over these issues remains unresolved, adding to a tense atmosphere already strained by a separate, ongoing conflict over resident doctors’ pay. That dispute led to strikes in November 2025 and further industrial action planned for later in December.
Meanwhile, the Department of Health continues to tout the benefits of the online system. Officials say the move is not just about convenience, but about making the NHS more efficient and accessible in a digital age. They highlight the fact that nearly all GP practices now offer online booking, an achievement that seemed distant just a few years ago. The hope is that, over time, the system will be refined to address concerns around triage and digital literacy, ensuring that no patient is left behind.
Yet the debate over online GP booking encapsulates a broader tension within the NHS: how to modernize and expand access without overwhelming an already stretched workforce. On one side, ministers like Streeting see technology as the key to unlocking a more responsive, patient-centered health service. On the other, doctors and patient advocates warn that without careful planning and adequate resources, digital reforms could exacerbate existing problems rather than solve them.
As the dust settles on the first months of mandatory online booking, one thing is clear: the way patients interact with their GPs in England has changed, perhaps for good. Whether that change will ultimately benefit both patients and practitioners—or simply shift the burden in new and unexpected ways—remains to be seen. For now, the NHS stands at a digital crossroads, with its staff, patients, and policymakers all watching closely to see what comes next.
